Frequently Asked Questions

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General


What currency are your prices in?
All prices are in US dollars.


Will I need to pay duties and taxes? 
Irene Koh Studio does not charge sales tax. For international delivery, you may be required to pay custom duties, import taxes and/or fees imposed by your country.  


Where can I get the coupon code for discount?
You can join Kawaii VIP Club and receive an instant 20% coupon code in your inbox for your first purchase. 

As VIP, you'll also receive exclusive benefits such as invitation to private sales events, un-advertised discount coupons, cute freebies, etc.


Products


Can I request for shirt sizes/styles/colors, or cases for hand phone models, that is not listed on your website?
Please send us your request and we will check the stock availability for you.


I love the design you have on a product. Can I request to have that design on a different product?
Some designs may work well on certain products but not on others. You may contact us for further discussion.


Can I request to add personalization for an item?
For personalization, please contact us with your request before placing your order.


Are the clothing in US sizes?

Yes. Please note that although they are in US sizes, the sizing may differ across different products and different brands. It is recommended that you use a measuring tape to measure a comparable apparel that you have at home and compare the measurements against the size chart in the listing.


Why does my new shirt has a vinegar smell?
Don't worry, it is not unusual for newly printed shirt to have a vinegar smell (sometimes there may also be an off-white residue). It comes from a fixation agent used during the printing process so that the eco-friendly water-based ink stays on the shirt.

The smell (and residue) will go away after one wash.


Why do the colors of the item I received look lighter/darker/more saturated/less saturated/more vibrant/less vibrant etc. compared to the photo on your website?

Please note that all computers and mobile devices have different capabilities for color display. And computer monitors are not all calibrated in the same way. As such, the display of online colors may vary across different screens.

While we do our best to ensure the images are as close to the products as possible, we cannot guarantee the colors of the product and the print will 100% match what you see on your screen.


What are the care instruction for clothing items?
The clothing items can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors.

Use non-chlorine bleach only when necessary. Do not use fabric softeners or dry-clean the items. You can tumble-dry on a low cycle, but hang dry works best. If ironing is necessary, apply cool iron inside-out and do not iron on the print.

You can click on the link to view/download a copy of the print care instructions.


Shipping


Do you ship internationally?
Yes! If you cannot select your country during checkout, please let us know.


Where do you ship from?
We work with different print partners across the world to create the products you love. Our print partners also help us with the shipping once your product is completed. So different products are shipped from different locations.

If you wish to know the specific details for your order, please contact us so that we can provide the information that is relevant to your needs.

How much does shipping cost?
Shipping cost varies with the products you order, quantity for each product and your recipient's location. You can click "Checkout" to view the shipping cost for the items in your cart.

How long will my order take to arrive?
All products are print to order. This means, your item is sent for printing after we received your order. Generally, it takes about 3 to 10 business days for orders to be ready for shipment.

Once your order is shipped, the time it takes to arrive depends on your recipient's location.
General shipping time estimates are as follow:
USA : 3 - 8 business days
Rest of the world : 15 - 30 business days 

Due to the pandemic, some packages may take longer than normal to arrive after they're shipped. Your patience and kind understanding are greatly appreciated.

Should you have any concerns, please don't hesitate to contact us. We're here to help.


Do you offer shipping with tracking?
All US shipping comes with tracking. While most international shipping comes with tracking, there may be exceptions for shipping certain products to some countries.


Do you offer expedited shipping?
Currently, expedited shipping is not offered. If you wish to receive your order by a certain date, please check with us before placing your order.


I just noticed a mistake in the shipping address! What must I do?
Please contact us immediately with your correct address! We may be able to update your address if your order is not sent to production yet.


I think my order is lost in transit, what must I do?
If you suspect your order is lost in transit, please reach out to your local post office to inquire about your package. Usually, the post office is able to locate your package with their GPS system.

If you package cannot be found, do not hesitate to let us know so that we can arrange a reshipment at no cost to you.

For international delivery, your package may be held at custom office. You may need to pay duties. taxes and/or custom clearance fees. Certain countries may require additional documentation before packages are released. Please contact the custom office or your local post office to find out what you must do to receive your package.


Returns


There's a problem with the items I received, please help!

Should you have any issues with your order, please contact us immediately. If you receive wrong/defective item, we will send you a replacement, at no additional cost to you. And you don't need to send back the original item. 

Please note that all claims must be made within 14 days of receiving your order.


Can I exchange or return an item?
For more details on exchange and returns, please refer to Returns & Exchange Policies.


Can I return my order to the "shipped from" address instead of your address in Singapore? 
I am based in Singapore and I work with multiple production partners located in other parts of the world to create the products you love and ship the completed products to you. That way, you can enjoy lower shipping cost and receive your order sooner. However, please understand that third parties whom I work with has no obligation to provide customer service to my customers. 

It is important that you DO NOT send your order to any addresses other than the designated return address stated in the Returns & Exchange Policies.